The terms, in plain English.

Last updated 13 July 2026

Who we are

Can I Complain is an independent service operated as a sole trader in the United Kingdom. The easiest way to reach us about anything on this page is contact@canicomplain.com.

What this service is, and isn't

• We're not a law firm and we don't give legal advice. We give you legal information, which is what the law says in its own words, and we draft a formal letter of claim based on what you tell us. That is the whole of it.
• We don't act for you. We don't run a claim or a court case, and using us doesn't create a solicitor-client relationship or any other professional-adviser relationship.
• For anything high-value, complicated or urgent, Citizens Advice (free) or a solicitor is the right route, and where we think that's true for your situation we'll say so.

What you're buying

• Checking where you stand is free. You describe your problem, and we show you the law that applies and where you stand, at no cost and before you pay for anything.
• The formal letter is £2.99, and it's the only thing you pay for. You receive it once you've bought it, as whichever kind your case calls for: a letter of claim, a demand for payment, a challenge, a formal notice. For housing disrepair, even the letter is free.
• The letter comes fully drafted, with the law, the structure and the citations already in place, but with blanks for you to complete, such as your name, dates and any reference numbers. You check it over, decide whether to send it, and send it yourself. It's a tool in your hands, not a claim we run for you.

Price and payment

The price is shown before you pay: £2.99 for a formal letter of claim, and free for housing disrepair. Payment is handled entirely by Stripe, a regulated payment provider. Your card details never reach our servers.

Delivery, and your right to cancel

Your letter is a digital service delivered to you immediately, as soon as your payment is confirmed. By choosing to pay, you expressly request that we start and deliver straight away, and you acknowledge that once your letter has been generated and shown to you, the service has been delivered in full and the usual 14-day right to cancel a service bought online no longer applies. We say this again, in plain sight, right where you pay.

Refunds

Because the letter is delivered to you immediately and with your agreement, we don't offer refunds for a change of mind.

This does not affect your legal rights. The service must be carried out with reasonable care and skill, and if it falls short, for example if your letter is defective, you're entitled to a remedy under the Consumer Rights Act 2015. Nothing here removes that. If you think something has gone wrong with what you paid for, email contact@canicomplain.com and we'll put it right.

Your part of the deal

• The assessment and the letter are only as good as the facts you give us, so please describe your situation accurately and completely.
• The letter is a tool, not a guarantee. We can't promise that a company will reply, pay, or agree with you. Whether and when to send the letter, and what to do next, is your decision.
• Please use the service for your own genuine complaint, and don't misuse it, for example to harass anyone or to make a claim you know to be untrue.
• You need to be at least 18 to buy a letter.
• When you buy a letter we email it to the address you used at checkout, and it stays available on your purchase link for 30 days, then it's deleted from our server permanently. Your emailed copy is yours to keep.

Our responsibility to you

We take real care to ground everything in current UK law. Even so, we can't accept liability for the outcome of your complaint, for decisions you make after reading your assessment, or for how a company chooses to respond.

We work hard to keep the service available, but we can't promise it will never be down or interrupted, and we may change, suspend or withdraw it. None of that affects anything you've already bought and been given.

Nothing in these terms limits or excludes anything that can't be limited or excluded by law. That includes your statutory rights as a consumer, and liability for death or personal injury caused by negligence, or for fraud.

Changes to these terms

We may update these terms from time to time. The version shown on this page at the moment you buy is the one that applies to your purchase.

Law, and where to complain

These terms are governed by the law of England and Wales, and any dispute can be brought in the courts of England and Wales. If you live elsewhere in the UK, you keep the protection of the consumer laws of the part of the UK where you live.

One more honest note

We built this to put the law in your hands and get your complaint taken seriously the first time. That's the whole of it. We're not a law firm, this isn't legal advice, and for anything big or complicated a solicitor or Citizens Advice is the right next step. When we think that's true for your case, we'll tell you.